1. Alan Knowles
Protection Distributors Group

2. Protection Distributors Group
For anyone who doesn’t know about the PDG
In 2016 ten of the leading most influential intermediary firms in the UK joined forces to help improve the protection market for consumers.
Liaising with providers, trade bodies and regulatory bodies
Raise positive profile of protection
Improve trust
Improve access
Promote best practice
11 firms there. Cura/SBG not original members. We joined in 2018.
Thank you to Vita – other commitments had to pull away,
Pleased to announce newest member. First to know.
DLP reach thousands for advisers through their lifequote platform, but also have an advisory arm themselves.
Welcome their experience and breadth of knowledge.

3. Funeral Payment Pledge
To advance a minimum of £5,000 to a funeral director when they otherwise can’t pay the claim due to probate delays, etc
To proactively offer this in every case where there is a delay
To pay the funeral director after you’ve fully assessed and accepted the claim to ensure that there was no non-disclosure
In Sept funeral pledge
Whilst lots of claims paid quickly some are held up - probate
Families borrowing money to pay funeral
A simple initiative- powerful outcome
9 signed up – 3 more coming soon.

4. The Claims Charter
Dedicated Claims Team available, with a phone based claims process for claimants to submit and manage their claim throughout, supported by digital documentation to assess claim efficiently. Paperwork only used where there are no digital alternatives possible or where claimant requests
No potential claimant can be turned away by anyone not on the Claims Team.
Claimants to have named point of contact, with regular updates to claimants at least every two weeks, unless otherwise agreed, to keep them informed of progress. Queries from claimants during the claims process to be responded to by end of next working day
Intermediaries are notified of all claims when made (no Opt-In or Opt-Out option offered) to ensure records can be updated and no potential distress caused to clients and families through the intermediary not knowing about a claim. Product being claimed on to be confirmed (cause of claim not needed)
Proactively offers the PDG Funeral Payment Pledge and/or advances payments to speed-up life cover claims where there is no trust in place, or where other factors could delay payment being made
Once claim is approved, claimants to receive payment within 72 hours (ignoring external factors out of insurer control such as probate)
May 2018 – Claims charter
Claim is the moment of truth.
Mr B last year said ‘Claim is core product’
We Want clients to have hassle free experience and claim paid quickly.
No ratings, just a stamp of approval for those who meet the charter.
STAMP to follow soon!
[Touch each point]
Closed books
6 so far, more coming. Thank u to those in room.
Pretty good for 6 months. Many hit 4/5 points.

5. Insurer
Funeral Payment Pledge
Claims Charter
Aegon
£10,000
AIG
Aviva
£11,000
British Friendly
Canada Life
Cirencester
N/A
Guardian
Holloway
L&G
LV=
Old Mutual
Royal London
Scottish Widows
The Exeter
Vitality Life
Zurich

6. Access to Insurance Working Group
Caxton House Statement
We, the members of the Access to Insurance Working Group, are committed to improving access to insurance, specifically Protection insurance given the FCA work underway, for consumers with chronic health conditions and disabilities. Working together, we have four key aims:
develop a signposting system for consumers, supporting consumer groups and charities so they can easily access guidance and advice about insurance from protection specialists
improve the transparency of underwriting processes and practices around chronic health conditions and disabilities for consumers, supporting consumer groups and charities
improve standards across all who distribute protection products so that we create a framework for improving access to expert underwriting advice across financial, health and charitable sectors
develop a proposal for greater accessibility to insurance through the workplace
The PDG working closely with JT and DWP - Access to Insurance Working Party
Esther Mcvey tasked JT – Improve Access (Now Amber Rudd)
We met at DWP few months ago… PDG, BIBA, GRID, ABI, FCA, ILAG, Protect, charities (Mcmillan, NAT, Scope, Hungingons), insurers, reassurers, etc…
FCA Call to Action – Cancer - Travel
Transparency/Fairness/Signposting - DO THIS BEFORE FCA DO FOR US!
Interest from HMRC
Group to be referenced in the Treasury Select Committee Access To Financial Services ( this includes insurance) Inquiry.
Caxton House

7. Reference/Charity Group
Improving Consumer Access to Insurance
A\QA2
Improving Trust and Underwriting Transparency
Signposting to Specialists and Distributor Engagement
Professional Development
Workplace Protection
Chaired by
Andrew Wibberley
Graeme Trudgill
Melissa Collett
Ron Wheatcroft
Reference/Charity Group
Led to 4 streams + reference group
Possibility of Baroness Tanni Grey-Thompson re the establishment of a " Prevent" Work Stream
Underwriting
Splitting into 3 groups. Breast cancer, HIV, Huntingtons
Look at why decisions are made, how communicated.
Signposting
There are a few firms who specialise in helping people with chronic medical conditions.
Many insurers, brokers, etc tell ppl they cant get cover. But many can. How do we encourage signposting for such customers.
Professional Development
Workplace
Charities meeting soon